Trinity Workforce Solutions, Inc. IT Service Desk Manager

IT Service Desk Manager

Trinity Workforce Solutions, Inc.

NT$35.7-51.1K[月薪]

现场办公 - 奎松市3-5年工作经验本科全职

福利待遇

法定福利
13薪, Pag-Ibig 基金, 带薪假, 菲尔健康, SSS/GSIS
健康保险
健康维护组织
其他
企业社交活动, 办公室聚会
额外福利
公司设备
休假和请假
产假和陪产假, 病假, 单亲假, 休假

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职位描述

Manages all activities in the Delivery center
Coordinates Knowledge Managers, Escalation Managers, and Incident Managers and makes sure they are aligned
Supports Global Service Desk Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity
Ensures process changes are implemented
Implements performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs & KPI’s.
Reviews and follows-up on ticket-based Customer Satisfaction (CSAT) reviews within the delivery center
Performs reviews on ageing of tickets and conducts pending ticket analysis with the Team Leads.
Reviews escalations and implements corrective and preventive actions on DC level
Initiates and manage against the Service Improvement Plan (SIP) and Continuous Improvement Plan (CIP)
Supervises performance of the team and is responsible for their qualification
Attends the monthly quality meeting, Service Now Resolver Group Team Leads meeting, and the SD Monthly Call (SDMC)
Prepare presentation for Weekly regional review and lead customer interaction for weekly presentation
Perform DSAT analysis and take corrective actions to bridge gaps
Drive productivity and performance of team members
Conduct one on one meetings with team members
Bring up and drive service improvements end to end
Prepare monthly performance score card for team members
Conduct team engagement and Rewards & Recognition of team members
Complete quarterly and annual reviews for team members
Publish daily reports for team members
Perform historically analysis on volume, derive capacity planning, prepare schedule of team (Roster), leave management
Drive usage of automation tools with team members

职位要求

Delivery center management
Stakeholder management
Experience supporting global service desk manager
Process changes implementation
Implementation of performance reporting for all the SLAs and KPIs
Conducting aging ticket reviews and audits
Review of escalations and implements corrective and preventive actions
Implements SIP (Service improvement plans) and Continuous Improvement Plan (CIP)
Performing DSAT analysis
Please indicate ticketing tools you have used and years of experience
ITIL Certification